Customer Care & ITM Specialist

POSITION SUMMARY:

Under the direction of the Customer Care Solutions Manager, the Customer Care & ITM Specialist plays an integral role in delivering exceptional customer experience across multiple service channels. This position engages with current and prospective customers via telephone, online, and Interactive Teller Machines (ITMs), assisting with banking inquiries, transactions, issue resolution, and relationship building. The role requires strong interpersonal and sales skills, a thorough knowledge of the Bank’s products and services, and the ability to provide tailored, accurate, and professional service in every interaction.

Flexibility to work extended hours and Saturdays is required.

ESSENTIAL FUNCTIONS:

• Proactively engages with customers and non-customers across telephone, digital, email, and ITM channels to identify financial needs, provide tailored solutions, and recommend appropriate products and services.
• Processes routine and allowable financial transactions, including deposits, withdrawals, loan payments, check cashing, balance transfers, stop payments, and account maintenance, in accordance with Bank policy and procedural guidelines.
• Identifies potential fraud indicators, escalates suspicious activity in accordance with Bank procedures, and supports documentation required for investigation and resolution.
• Provides high-quality customer experience by communicating professionally, de‑escalating concerns, applying sound judgment, and escalating issues to management or other departments when appropriate.
• Ensures adherence to regulatory requirements including, but not limited to, BSA/AML, CIP, OFAC, Reg E, and Reg CC as applicable to customer interactions and transaction processing.
• Provides live video‑based service via ITMs, performing transactions and delivering branch‑like experience while promoting customer adoption of self‑service and assisted‑service channels.
• Assists customers and internal partners with digital banking, electronic delivery systems, and ITM services by providing guidance, troubleshooting support, and subject matter expertise on available technology and process improvements.
• Meets or exceeds established sales, referral, and service performance goals as defined by management.
• Tracks and maintains reports related to customer interactions, product usage, and campaign activity, and collaborates with team members and supervisors to support service quality, sales efforts, and continuous improvement.
• Maintains cross‑training in Customer Care Center procedures and delivery channels and complies with all Bank policies, procedures, operational standards, and applicable federal and state regulations, including BSA, deposit, and lending requirements.
• Takes full ownership of customer issues from initial contact through resolution, appropriately escalating when necessary and ensuring timely follow‑up and communication.
• Performs other related duties as required.

REQUIRED EDUCATION / EXPERIENCE /

SKILLS:

• High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call center, customer contact center, retail banking, or teller/platform experience is preferred.
• Strong customer service, sales, verbal, written, and organizational skills, with the ability to communicate professionally and effectively across multiple channels.
• Demonstrates critical thinking, sound judgment, and decision‑making skills, with the ability to interpret information, identify task requirements, monitor progress, and solve problems efficiently.
• Strong numerical aptitude, attention to detail, and the ability to assist customers accurately through telephone, digital, and ITM processes.
• Working knowledge of financial institution policies, procedures, products, services, and applicable federal and state laws and regulations is required.
• Computer proficiency is required, including Microsoft Office applications such as Word and Excel, and familiarity with teller, platform, or other core banking systems is preferred.
• Ability to work effectively in a high‑volume environment, quickly learn and adapt to changing systems, applications, policies, and procedures, and…